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Definition of Reputation Credits
Sandhya Rastogi- Srivastava
ITIL - V4 Certified Change Management Professional @ BT | Operations Continuous Improvement Lead (OCIL)
Kolkata, West Bengal, India
Work Experience
Change Management Professional • BT
April 2022 - Present
As a Project Manager at British Telecom, I am responsible for overseeing and managing projects to ensure successful delivery. I utilize my strong leadership skills and excellent communication skills to effectively collaborate with stakeholders and drive project success.
Oversee and manage projects, ensuring adherence to project timelines, budgets, and quality standards.
Collaborate with stakeholders to define project requirements and deliverables.
Utilize project management methodologies and tools to plan, execute, and monitor projects.
Lead and motivate project teams, fostering a collaborative and high-performing work environment.
Ensure effective communication and coordination across project teams and stakeholders.
Track project progress and performance, providing regular updates to stakeholders.
Identify and resolve conflicts or bottlenecks to keep projects on track.
Currently working on multiple projects, including Entuity to ServiceNow integration scoping various capabilities of Discovery, Monitoring, and TSNA, NGSD to ServiceNow Data migration, Data Modeling (CMDB), Workforce Management related IWD to Auto Work Allocation (AWA) migration.
Leading a team of Business Analysts to achieve project targets and complete projects within dedicated timelines.
Team Lead • HCL Technologies
January 2014 - September 2014
As a Team Leader at HCL, I successfully led a team to achieve project goals and deliver high-quality results. Key responsibilities included:
Led a team of 25 agents, providing guidance and support to ensure successful project execution.
Trained new joiners, ensuring they were equipped with the necessary skills and knowledge.
Driven a culture of personal allyship
Managed Enterprise account for SME customers (UK).
Received the Extra Miller Award for Best Performance, recognizing my dedication and exceptional work.
Received appreciation from stakeholders for excellent work and dedication.
Quality Analyst • Cegedim Software India Pvt Ltd
September 2010 - June 2011
As a Service Quality Analyst at Cegedim Software Indi Pvt. Ltd., I played a key role in ensuring service quality and customer satisfaction. Key responsibilities included:
Monitored and evaluated service quality for Tech Support agents to identify areas for improvement.
Prepare and delivering monitoring evaluations to CSRs and Team Leaders for quality improvement. Use and document the SAFE coaching model.
Collaborated with cross-functional teams to implement process improvements and enhance service delivery.
Played a critical role in training new joiners, ensuring they were equipped with the necessary skills and knowledge.
Sr. Quality Analyst • Satyam BPO
January 2008 - April 2009
Analyze Compliance Procedure followed by technical advisor supporting and troubleshooting dial up/ broadband.
Developed a comprehensive quality assurance program that ensured all deliverables met the highest standards of quality
Trend report on defects, process failure discussions, with market unit to improve overall process and customer experience.
Quality Analyst • Infosys
January 2005 - June 2007
Developed and maintained quality metrics for tracking and measuring product performance
Driving Continuous Improvement through ideation.
Conduct training sessions on digital communication skills to improve overall customer experience.
Education
Axelos
Information Technology
2023 - 2023
Lucknow University
Public Relations/Image Management
2002 - 2003
Lucknow University
Art/Art Studies, General
1999 - 2002
New Way Inter College, Lucknow
PCM
1998 - 1999
Cathedral School
Field of study
1995 - 1997
Projects
Project Name
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh.
Project Name
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh.
Skills
Word PowerPoint Excel Communication Tsna OMNET People Management Project Management Time Management Stakeholder Management Training and mentoring skills
Languages
English — Fluent Hindi — Native or Bilingual
Sandhya Rastogi- Srivastava
ITIL - V4 Certified Change Management Professional @ BT | Operations Continuous Improvement Lead (OCIL)
Kolkata, West Bengal, India
Work Experience
Change Management Professional • BT
April 2022 - Present
As a Project Manager at British Telecom, I am responsible for overseeing and managing projects to ensure successful delivery. I utilize my strong leadership skills and excellent communication skills to effectively collaborate with stakeholders and drive project success.
Oversee and manage projects, ensuring adherence to project timelines, budgets, and quality standards.
Collaborate with stakeholders to define project requirements and deliverables.
Utilize project management methodologies and tools to plan, execute, and monitor projects.
Lead and motivate project teams, fostering a collaborative and high-performing work environment.
Ensure effective communication and coordination across project teams and stakeholders.
Track project progress and performance, providing regular updates to stakeholders.
Identify and resolve conflicts or bottlenecks to keep projects on track.
Currently working on multiple projects, including Entuity to ServiceNow integration scoping various capabilities of Discovery, Monitoring, and TSNA, NGSD to ServiceNow Data migration, Data Modeling (CMDB), Workforce Management related IWD to Auto Work Allocation (AWA) migration.
Leading a team of Business Analysts to achieve project targets and complete projects within dedicated timelines.
Team Lead • HCL Technologies
January 2014 - September 2014
As a Team Leader at HCL, I successfully led a team to achieve project goals and deliver high-quality results. Key responsibilities included:
Led a team of 25 agents, providing guidance and support to ensure successful project execution.
Trained new joiners, ensuring they were equipped with the necessary skills and knowledge.
Driven a culture of personal allyship
Managed Enterprise account for SME customers (UK).
Received the Extra Miller Award for Best Performance, recognizing my dedication and exceptional work.
Received appreciation from stakeholders for excellent work and dedication.
Quality Analyst • Cegedim Software India Pvt Ltd
September 2010 - June 2011
As a Service Quality Analyst at Cegedim Software Indi Pvt. Ltd., I played a key role in ensuring service quality and customer satisfaction. Key responsibilities included:
Monitored and evaluated service quality for Tech Support agents to identify areas for improvement.
Prepare and delivering monitoring evaluations to CSRs and Team Leaders for quality improvement. Use and document the SAFE coaching model.
Collaborated with cross-functional teams to implement process improvements and enhance service delivery.
Played a critical role in training new joiners, ensuring they were equipped with the necessary skills and knowledge.
Sr. Quality Analyst • Satyam BPO
January 2008 - April 2009
Analyze Compliance Procedure followed by technical advisor supporting and troubleshooting dial up/ broadband.
Developed a comprehensive quality assurance program that ensured all deliverables met the highest standards of quality
Trend report on defects, process failure discussions, with market unit to improve overall process and customer experience.
Quality Analyst • Infosys
January 2005 - June 2007
Developed and maintained quality metrics for tracking and measuring product performance
Driving Continuous Improvement through ideation.
Conduct training sessions on digital communication skills to improve overall customer experience.
Education
Axelos
Information Technology
2023 - 2023
Lucknow University
Public Relations/Image Management
2002 - 2003
Lucknow University
Art/Art Studies, General
1999 - 2002
New Way Inter College, Lucknow
PCM
1998 - 1999
Cathedral School
Field of study
1995 - 1997
Projects
Project Name
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh.
Project Name
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh.
Skills
Word PowerPoint Excel Communication Tsna OMNET People Management Project Management Time Management Stakeholder Management Training and mentoring skills
Languages
English — Fluent Hindi — Native or Bilingual